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Virgin Media Staff
Virgin Media Staff


Why does my Samsung Smart TV suddenly have no network connection?

A few of you have got in touch asking why your Samsung TV can't connect to the internet since their most recent update. We're going to tell you how to fix it.

Samsung have just announced a new update to its 2018 Smart TV firmware. They introduced some important new security features designed to create a safer online experience with key enhancements – including increased access controls to the Smart TV keyboard, improved validation measures for controlling the TV from a mobile device, and increased security.

However, this newest update may also prevent your TV from connecting to the network via WiFi/Wired connection, leaving you without access to streaming services like YouTube and Netflix, and other online features that make your TV 'Smart' in the first place.

Luckily, we’ve found a pretty easy fix. Here’s what you’ll need:

  • A USB Flash Drive (empty and formatted to either FAT16 or FAT32 file system- NTFS will
    not work)
  • A computer (running Mac or Windows) with an active internet connection

Next, follow these steps:

  1. On your computer, go to and search for your TV
    model* and download the latest version of firmware for your specific model.
  2. On your computer, run the .exe file that you downloaded in the previous step, and extract
    the content onto your hard drive.
  3. Copy the extracted files onto the flash drive- then eject the drive safely from your
  4. Connect the flash drive to the TV via one of the its USB ports.
  5. From the Samsung TV remote control press the MENU button and select SUPPORT >
  6. You will be asked if you "want to search the connected USB device for update files?"
    Choose YES and follow the prompts to complete software update.

What next?

Once the firmware is updated, the TV will restart and should then be able to reconnect to the
network without any issues.

If you’re still experiencing issues with your Smart TV or any other technology in your home, the
Virgin Media Gadget Rescue team is here to help. We’re available 24/7 to answer almost any tech
question you can think of!

Any more tips to get the most out of your Smart TV? Let us know in a comment below!

*Not sure which model you own?

Try this:
The model code and the serial number of the TVs are located on a label on the back of the TV. 
Or, on your TV, go to MENU > SUPPORT > CONTACT SAMSUNG, and the model code
should appear in the information box.
Gadget Rescue is a 24/7 chargeable support service designed to fix issues with non-Virgin Media technology in your home. From tablets and mobiles to cameras and computers, 93% of issues are fixed first time. 
Gadget Rescue Subscription is £5 a month + a £20 set-up fee, with a minimum 6 month period). 
Gadget Rescue one-off fix is charged at £35, with a no fix - no fee guarantee. 
To chat live to a Gadget Rescue expert online just go to, or call free on 0800 014 7398.